Protect America, Inc.

We have tried calling [redacted] to discuss this and better understand his concerns. We've not been able to contact him, but left a voice mail with call back information.Per what he has advised Revdex.com, [redacted] mailed us a cancellation notice in September 2014 using a return envelope that accompanied a post card he received in November 2014. Additionally, he stated our post card included contact email: [redacted]. Protect America does not mail post cards regarding past due balances. We send 8.5x11 letters. Aside from a PO BOX to send payments to, they include a phone number to call, no email address.[redacted] stated that he called us twice to cancel and that he's been receiving calls from Protect America whereby we are hanging up once he or his wife answer. We have reviewed all calls since June 2010 (when [redacted] began service with us). We have been trying to contact [redacted] since November 2012 to update his payment info on file.  [redacted] has been paying his Protect America service via receipt of mailed past due notices. On occasion, his balance accrued for 2 to 3 months before we received any payment. We have no record of him returning our calls. A total of 15 attempts were made, and our team members waited through hearing a voice message to either disconnect or leave a message. No recordings suggest our team members were hanging up once someone answered. A 16th attempt was made on 12/30/14, whereby [redacted] answered and stated he sent a cancellation notice with his September 2014 payment. He also explained that he spoke to someone in late November or Early December who confirmed his cancellation notice was received and would be processed. Such a call does not exist in our records. He was advised of this and was provided [redacted].com to email a cancellation request. He then called the next day, asking how long we've been offering a $19.99 monthly rate and why he, an existing customer, was not automatically lowered to that rate once we started offering it. We reviewed how much equipment he was provided with and determined that he is paying the lowest monthly rate available for the size of his equipment bundle. These are the only 2 calls where we had contact with [redacted] since he installed his system in 2010.I also want to clarify that when customers call us to initiate services, one of our Sales Team Members instruct customers to go to our website and complete an online agreement. Customers will receive an email with a link that is valid for 7 days, allowing them to view and print their agreement. [redacted]'s sales call was reviewed and the aforementioned happened as described. If [redacted] calls us and asks for a copy of his agreement, we are happy to provide one.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the resolution, but note the business was unwilling to assist until I filed this complaint with the Revdex.com and posted an unsatisfactory review on YELP. This is the resolution I was looking for, however Protect America has a consistent pattern of not taking care of customers until they are publicly called out. I cannot in good conscience recommend this company to anyone looking for home security services.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never received any equipment from this company. I never was notified of anything shipping after placing my order. Also, the charges were for a month of service AND equipment. Both of which I never received.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:lets talk about this section B which I have never seen nor hear of in the all the years I was used protect America .I signed up via phone on June 28, 2010 and and paid by phone for equipment all I ever recived have from protect America is a service manual and equipment no service contract. Other than the monthly billing statement I have not recived a single piece of liture from protect America pertaining to contract or services. Not one. I spoke to customer service twice once in Oct. and then in Nov. and in both phone conversation we spoke about me sending a written cancellation along with my final payment not once did they state to me anthing about Section B . Note I used the return evelope supply by protect America and nowhere does it state that it was going to a third party, I thought it was going to protect America directly.  Now if customer service had asked meduring our first or second phone conversations that they needed me to sent that written notice again I would have all they had to do was supply me a working fax number or a correct mailling address . Customer serivce chose to be unhelpful and very rudy on the phone.This entire problem could have been avoided if protect America had a beter trained staff. I said this before I have never miss a paymentnever late. I take pride in that . As a paying customer I have a right to cancel sevice anytime , and I did so both written and verbally.[redacted] was sent to my home via mail in the form of a post card sometime in late Nov. or early Dec. By protect America On the post card it stated your attention is required to avoid service interruption. Now by late Nov. protect America already knew that Iwanted service stop not interruption. I try emailing [redacted] with hopes that I could get help from someone there,since customerservice was both unhelpful and very rude and I did not want to speak to them any more. Well [redacted] was an invaild email address non working just like customer service. Then I found on the web [redacted] so I sent them an many emails explaing to them that I had cancel back in Oct. Well I got no help [redacted] they did not respond to any of my email until early Jan. and the response I did get was that service will be cancel effected  Jan 31. thats it. Also I just want to said I do get phone calls from protect America I see it on the phone caller IDbut when me or my wife pick up the phone who ever it is from protect America hang up the second they hear someone speaking .This has happen beter than ten times , I quess it a form of harrassment on thier part or just poorly trained staff hired by protect America . Now if protect America wants to sent this flase claim to a collection agency and my credit is damage in any way I will take the collection agency and protect America to small claim court and sue for damages.    
Regards,
[redacted]

Protect America, Inc. will be reaching out to Mr. [redacted] to come to an amicable resolution.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America's contract terms and conditions, the Agreement is for 36 months and we require a 30 day written notice from the main account holder to process a cancellation of the account. If the main account holder...

is medically incapacitated, then we would need a power of attorney that would permit us to provide the cancellation terms and conditions to the holder of the power of attorney. We have reviewed the account and determined that at this time we have not received the power of attorney yet. We advise him to contact Customer Service at [redacted] to assist him further.

Complaint: [redacted]
I am rejecting this response because:I consider my account CLOSED effective the end of my 3 year contract.  I will not pay more for a service I am not and have not used since June 2016.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]  We reviewed the account and calls and determined that the account was cancelled within the allotted contractual allowance period as per request and notification of the cancellation of the account was sent to Ms. [redacted]...

email. We ask that she allows Protect America to assist with further inquiries.

Protect America has received the rejected response submitted by Ms. [redacted]. Ms. Guibord has been a valued customer and as a courtesy to her, we waived the payment due for the month of June. We ask that she allows Protect America to assist with any further concerns.

Complaint: [redacted]
I am rejecting this response because: I have left 2 messages for [redacted] to advise him that I called back on my cell phone, the same phone that is used on record. I have not heard back from him yet. He is not responding to my messages.
Regards,
[redacted] [redacted]

Protect America, Inc. would like to apologize for the previous response not being to standards for Ms. [redacted]. With that said we have come to the conclusion that given the circumstance Protect America, Inc. provided Ms. [redacted] a credit towards her account due to the inconvenience experienced. This offer was accepted and acknowledged by Ms. [redacted]. Furthermore Ms. [redacted] has agreed and acknowledged the contract and the terms and conditions. This contract is dated September 30, 2014. Ms. [redacted] is under a 36 month agreement which is due to expire September 30, 2017.

Protect America has received the complaint submitted by Mr. [redacted]. Upon review of the account, it was determined that the account was set up through a 3rd party dealer. The contract Mr. [redacted] signed, does not show that a camera was part of the equipment provided nor does it show...

that he was being charged for any video monitoring services. Review of the installations call dated 08/21/2013, shows that he called to install the equipment and we verified the list of the equipment he had received and he confirmed that the information was accurate. Mr. [redacted] did not mention anything about being promised a camera from the 3rd party dealer nor did he state that he wanted to add a camera as part of his equipment. 3 years later on 08/23/2016, he called and spoke to us and as a courtesy to him, we shipped out a camera to him.  The camera was delivered on 08/30/2016 at the address on file.  We encourage him to contact Protect America at [redacted] with any further concerns.

Protect America has received the rejected offer submitted by Mr. [redacted]. Mr. [redacted] did not have a camera as part of the initial equipment and thus, not being charged for any camera or any camera services. We sent a courtesy camera out to him recently which means that we are not charging him for it. He acknowledged that he received it. We are unable to make any adjustments to the bill because he was never charged for any camera or camera services. We are encouraging him to contact us at [redacted] to assist with the installation process or any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to him on the initial sales call dated August 10, 2013 and was...

recapitulated to him on November 29, 2016. We received his 30 day written cancellation notice and processed the cancellation of the account accordingly. We ask that he allows Protect America to assist with any further concerns.

I purchased this warranty when I purchased my truck. 8 months later my truck isn't running right. I take it to the mechanic and he does his diagnosis and says the motor doesn't have the proper oil pressure it needs to operate correctly. He called the warranty company to tell them this and they said they will not cover this. They need more detailed diagnosis. My mechanic said that when he talks to them it seems like they don't want to hear what he has to say.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I'm ok with considering this case closed. They have accepted my payment saying it is payment on advance. My understanding is that they will continue the service for the life of the contract. I have not received this in writing as they said I would. Will let you know if there are any additional charges against my account. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We've had the opportunity to speak with Ms. [redacted] and are working together to reach a resolution. We ask that Ms. [redacted] continue to allow Protect America to Assist.

Protect America has received the rejected response submitted by Mr. [redacted]. He would need to contact Customer Service at 1(888)951-5103 for further assistance regarding cancellation of the account.

Complaint: [redacted]
I am rejecting this response because:I called multiple times to cancel my account and was never given ingotmation about needing to send anything in writing until april. Even then they required me to pay to cancel. Ive submitted payment for 4 months of service I never even had.
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. Upon review of the account, it was determined that we tailored her alarm system, based on what she advised her needs were then. We do encourage her to contact our Resolution Department to review the numerous options that we...

have available for her with regards to her account.